Contract

[Nick]

Hi Jenni,

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Jenni wrote:

I have to mention to this that I have had very similar amounts of data unexplainably used on my mobile on that same day (9/4/2012). something fishy is definately going on and Vodaphone reps refuse to acknowledge this.

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You've come to the right place!

I can see you've started your own thread about this matter, here. At this stage we are working through all the questions in the forum in the order they were posted, so expect to see a reply to your query shortly.

I'm sure we can help you get your issue sorted out.

Cheers,

Nick

[RC82]

Dear Nick,

I too have found the same problem around the same time-a recurring fee of $1.78 on my account since 5/4/12. I have not changed anything in terms of my usage and only use the Internet for university research. My account now suggests that I have used 10 or 11 gig in the space of only a week which is impossible and does not comply with my usage either past or present. This is obviously a miscalculation/error on the part of Vodafone, particularly as I can see that the same issue is affecting others in my position at the same time. We should not have to pay the $1.78 charges (x 100 now on my account!) as this is a clearly a technical issue. Perhaps it needs to be rectified but in the meantime I should not have to be using Internet at my public library or university for fear of using more data. 

I was previously an Optus wireless customer for a good many years and will be returning to this service if I am forced to pay for usage which I have not used or any additional charges, given that my normal usage is well under my 12 gig allowance. I am starting to feel glad that my 12 month contract is nearly at an end. 

Additionally, my iPhone 4 has broken down after only 18 months with Vodafone and they are forcing me to pay for repair, but that is another story....

Ruth 

[RC82]

Below: my sample day at the moment and now I am being charged as I have 'gone over my usage.' Tech support suggested the reason might be due to 'computer updates' but they will investigate. Strange these new 'computer updates' that are affecting a lot of people over the Easter period. I wonder what 'A Current Affair' or Consumer Affairs would think of this matter. 'In debt' with Vodafone and very very disgruntled and stressed over this. Three calls so far, put on hold and transferred to various departments now waiting for a call back within 48 hours so it had better resolve this. My computer does not install automatic updates and I am ONLY using my data for PC.  08/04/2012 13:40:29 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 08/04/2012 01:02:41 PKT Internet 62145Kb 04:00:00 All Day $1.08 $1.08 (THE ACTUAL USAGE????) 08/04/2012 00:51:33 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 08/04/2012 00:42:12 PKT Internet 102402Kb 04:00:00 All Day $1.78 $1.78 08/04/2012 00:32:39 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 08/04/2012 00:24:08 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 08/04/2012 00:15:17 PKT Internet 102402Kb 04:00:00 All Day $1.78 $1.78 08/04/2012 00:08:12 PKT Internet 102402Kb 04:00:00 All Day $1.78 $1.78 07/04/2012 23:59:27 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 07/04/2012 23:48:44 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 07/04/2012 23:39:31 PKT Internet 102402Kb 04:00:00 All Day $1.78 $1.78 07/04/2012 23:30:41 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 07/04/2012 23:20:23 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 07/04/2012 23:11:59 PKT Internet 102402Kb 04:00:00 All Day $1.78 $1.78 07/04/2012 23:03:06 PKT Internet 102401Kb 04:00:00 All Day $1.78 $1.78 (NOW CHARGED CONTINUOUSLY FOR NON-USAGE) 07/04/2012 22:51:03 PKT Internet 102401Kb 04:00:00 All Day $1.78 $0.21 (STARTING TO BE CHARGED) 07/04/2012 22:39:36 PKT Internet 102401Kb 04:00:00 All Day $1.78 $0.00 07/04/2012 22:28:50 PKT Internet 102401Kb 04:00:00 All Day $1.78 $0.00 07/04/2012 22:17:53 PKT Internet 102401Kb 04:00:00 All Day $1.78 $0.00

[RC82]

The notion that it is a 'computer update' or a new app is just infuriating. I am operating a notebook a few years old that does not install automatic updates nor does it have 'apps.' Some 'computer update' this must be that has been running for over a week now and costing me many charges of $1.78 in that time :/....maybe the pocket wifi needs to be reset or looked at. Although the fact that others are receiving unexplained data usage of the same amount as mine is very suspect and is all being added to my notes for my ombudsman....come on tech support...?

[Tim_H · Accepted solution]

Hi Guys,

I can shed a little light for you on your data sessions (the charges shown, not what they've been used for).

Mid March we made changes to how we bill your usage data. The change was a minor one on our internal systems but it has some effect on your bills.

Data usage is now measured in blocks of 100mb (upload or download), instead of the 4-6 hour blocks previously. That means that whenever you are using data from your phone or broadband service, we'll collate that data and enter it into your billing details as soon as you've uploaded or downloaded 100mb of data.

Previously data usage was collated over a longer period before being charged against your account.

The benefit to you is that by using our balance alerts or checking usage vi 1512 or My Vodafone, you'll now see your data usage appear much sooner. The obvious follow on effect is that you'll see charges for multiple data sessions. Normal web browsing will see these sessions sit just over 100mb ( 100mb of download and a small amount of upload).

If you're sending a lot of data, via emails or uploading photos you could see these sessions a little larger, but they won't exceed 200mb in total (upload and download combined).

If you've got any further questions let me know. But your data appearing in 100mb blocks on your invoice is a very deliberate change and not a fault

Thanks
Tim

[Maddie]

I too have found the same problem around the same time-a recurring fee of $1.78 on my account since 5/4/12. I have not changed anything in terms of my usage and only use the Internet for university research. 

Hi RC82, 

As Tim has mention above there has been a slight but great change to our billing system which is certainly going to 

benefit you and other Vodafone users. If you have any concerns, certainly let us know. 

Additionally, my iPhone 4 has broken down after only 18 months with Vodafone and they are forcing me to pay for repair, but that is another story....

How has your phone been broken and when starting your contract for you iPhone did you take out insurance? Any extra information you can share with me, will allow me to investigate this further for you. 

I look forward to your reply. 

Thanks, 

Maddie 

[Edit for clarity] 

[RC82]

Hi Tim,

I guess to me my question in regards to usage that I have not authorised/intended has not been answered. Somehow my account shows that I have used up to 10 gig in a week and what I need to establish is how this is possible, given the fact that my browsing/downloading habits have not changed. Usually I use 10 gig in a month, but these recurring charges kept appearing so that, normal browsing habits maintained, somehow my entire usage was swallowed up in a week and then some. 

From what I can see there are two possibilities here: that a technical error has occurred or, secondly, that Vodafone are now over-charging and that this service is no longer appropriate for me. I do recall that I got by pretty well on an Optus 5 gig plan doing my normal browsing for years prior to this, never exceeding my download limit, nor being charged even a cent for usage I know that I haven't run up. I should not have been sucked in by the 12 gig deal with Vodafone, as there is always a catch. 

So now I'm here at my Public Library as all my data has miraculously disappeared for the month and I don't wish to incur anymore expenses. This is a huge inconvenience because I am undertaking a PhD, I have a chapter due at the end of the month, and I require regular and reliable Internet access. But my new data allowance will not return until the 26th. I do not have time to chase up anything legal at this point in time due to this and the extra time I face running around using Internet elsewhere, so it's better that I just 'vote with my 'feet' and walk when my Internet contract expires in a couple of months and my phone contract soon thereafter. 

I did spend over an hour talking to tech support on the weekend (after they failed to return the call they promised to), and they told me as well that there is no possibility of there being a 'tech error' and that I must have downloaded the data. I was very clear that I had not, but they did not seem to care, nor did they offer a sufficient explanation. If I had sat on my computer downloading movies all week and gone over my limit, I would own up, because I am an honest person. The computer is always right though, I guess?

Unhappy customer but no more energy to waste on this, I will seek in future a service which doesn't waste my time and money as having an effective Internet service provider is of prime importance to me in my studies. Also, as noted, the phone I purchased from Vodafone 18 months ago has not lasted the distance...

[RC82]

Hi Maddie,

In regards to my iPhone 4 which no longer retains any battery after 18 months (progressively this became a problem from about 12 months onwards), I did not purchase insurance as I did not expect that this issue would happen prior to the two year contract. The phone is now of no use to me and sits in my bottom drawer, which means that I can't even use this for Internet access in the interim, while I am 'offline' at home. 

It has been established that it is a battery issue, but I am not paying any extra at this stage for the battery to be fixed. At the time I purchased it, iPhone 4 only had a 12 month warranty, but it now has a 24 month warranty as this has obviously been an issue. 

My concern with Vodafone in this case is that this phone was not under a 24 month warranty as it should have been and other phone providers did put it under a 24 month warranty at the time I purchased it. 

Now I'm simply left with a phone that was doomed to be faulty in my bottom drawer, no home Internet access or phone Internet access, so I am effectively living back in the Dark Ages thanks to choosing the wrong carrier. But it is a lesson for me and for others I know who I will be warding off the company (those who didn't already warn me, that is!) 

[Kirsty]

Hi RC82,

RC82 wrote:

I guess to me my question in regards to usage that I have not authorised/intended has not been answered. Somehow my account shows that I have used up to 10 gig in a week and what I need to establish is how this is possible, given the fact that my browsing/downloading habits have not changed. 

If you check your usage are there a few spikes in usage or is there a consistent use of data over the month? Each  data session that you're charged for has been verified and validated as accurate before being allocated to your account - and you can be confident that all charges that appear on your invoice are correct.

You've mentioned a couple of ways you don't use your service - how do you use the service? Whenever your modem is plugged into your computer, it can be using data. You will use data when your computer checks for and installs Windows updates and updates for other kinds of software, like iTunes and virus checkers. You'll also use data when you upload photos and other files, receive or send emails (be especially mindful of large attachments) and general usage such as webrowsing.

RC82 wrote:

It has been established that it is a battery issue, but I am not paying any extra at this stage for the battery to be fixed. At the time I purchased it, iPhone 4 only had a 12 month warranty, but it now has a 24 month warranty as this has obviously been an issue. 

Vodafone does offer a 24 month warranty on all handset we sell - this was an industry first and something we're really proud to be able to offer our customers. iPhones were covered by Apple's warranty only until 21/02/2011 - we're now able to offer our 24 month warranty on iPhones, too. 

As your iPhone was purchased 18 months ago, it is covered by the 12 month warranty only - have you had the phone assessed by Apple? Have Apple provided you with service notes and a quote on how much the repair will be? I can definitely work with you to provide you with a resolution to this issue - once I have a better understanding of the situation.

Thanks,

Kirsty.

[SCK]

Hi there gb79..!

I have a very similar looking usage list, which added extra $2000 to the currect month's bill just over night.

I got charge $22.72 every few minutes overnight while I was asleep, even when I was at work...

Did Vodafone do anything to resolve this issue or did they neglect their 'obvious' technical fault? Is it resolved or are you forced to pay whatever amount they print on the bill? 

I'm extremely frustrated right now... I usually only pay $50-$60 a month.. My phone usage habit hasn't changed at all and all of a sudden I'm looking at $2000+ charge.. I would really appreciate if you could share your experience please....